How we did this month—2021

View the most recent monthly client call statistics from the Government of Canada Pension Centre.

The Pension Centre’s service standard to answer telephone calls is within 180 seconds. However, please note that circumstances beyond their control may result in longer wait times occasionally.

December

Calls answered within 180 seconds

The table that follows show the weekly average number of calls that we answered within 180 seconds in December.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of December
Date Total calls Number of calls answered within 180 seconds
December 6 to 10, 2021 2,359 1,907
December 13 to 17, 2021 2,143 1,804
December 20 to 24, 2021 1,587 1,414
December 27 to 31, 2021 901 819

Average call wait time

The table that follows show the weekly average wait time for clients calling the Pension Centre in December.

Table 2: Average wait time for each week of the month of December
Date Average wait time (seconds)
December 6 to 10, 2021 89
December 13 to 17, 2021 69
December 20 to 24, 2021 48
December 27 to 31, 2021 42

November

Calls answered within 180 seconds

The table that follows show the weekly average number of calls that we answered within 180 seconds in November.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of November
Date Total calls Number of calls answered within 180 seconds
November 1 to 5, 2021 2,713 2,397
November 8 to 12, 2021 2,105 1,771
November 15 to 19, 2021 2,358 2,097
November 22 to 26, 2021 2,367 1,881
November 29 to December 3, 2021 2,692 2,276

Average call wait time

The table that follows show the weekly average wait time for clients calling the Pension Centre in November.

Table 2: Average wait time for each week of the month of November
Date Average wait time (seconds)
November 1 to 5, 2021 55
November 8 to 12, 2021 70
November 15 to 19, 2021 59
November 22 to 26, 2021 92
November 29 to December 3, 2021 77

October

Calls answered within 180 seconds

The table that follows show the weekly average number of calls that we answered within 180 seconds in October.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of October
Date Total calls Number of calls answered within 180 seconds
October 4 to 8, 2021 2,446 2,034
October 11 to 15, 2021 1,990 1,577
October 18 to 22, 2021 2,628 2,110
October 25 to 29, 2021 2,543 2,064

Average call wait time

The table that follows show the weekly average wait time for clients calling the Pension Centre in October.

Table 2: Average wait time for each week of the month of October
Date Average wait time (seconds)
October 4 to 8, 2021 72
October 11 to 15, 2021 100
October 18 to 22, 2021 95
October 25 to 29, 2021 83

September

Calls answered within 180 seconds

The table that follows show the weekly average number of calls that we answered within 180 seconds in September.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of September
Date Total calls Number of calls answered within 180 seconds
September 6 to 10, 2021 2,074 1,714
September 13 to 17, 2021 2,407 2,038
September 20 to 24, 2021 2,394 2,009
September 27 to October 1, 2021 2,134 1,788

Average call wait time

The table that follows show the weekly average wait time for clients calling the Pension Centre in September.

Table 2: Average wait time for each week of the month of September
Date Average wait time (seconds)
September 6 to 10, 2021 77
September 13 to 17, 2021 66
September 20 to 24, 2021 65
September 27 to October 1, 2021 81

August

Calls answered within 180 seconds

The table that follows show the weekly average number of calls that we answered within 180 seconds in August.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of August
Date Total calls Number of calls answered within 180 seconds
August 2 to 6, 2021 1,847 1,572
August 9 to 13, 2021 2,230 1,893
August 16 to 20, 2021 2,149 1,872
August 23 to 27, 2021 2,210 1,870
August 30 to September 3, 2021 2,347 1,919

Average call wait time

The table that follows show the weekly average wait time for clients calling the Pension Centre in August.

Table 2: Average wait time for each week of the month of August
Date Average wait time (seconds)
August 2 to 6, 2021 65
August 9 to 13, 2021 69
August 16 to 20, 2021 59
August 23 to 27, 2021 68
August 30 to September 3, 2021 77

July

Calls answered within 180 seconds

The table that follows show the weekly average number of calls that we answered within 180 seconds in July.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of July
Date Total calls Number of calls answered within 180 seconds
July 5 to July 9, 2021 2,272 1,970
July 12 to 16, 2021 2,084 1,778
July 19 to 23 2021 2,186 1,850
July 26 to 30, 2021 2,082 1,745

Average call wait time

The table that follows show the weekly average wait time for clients calling the Pension Centre in July.

Table 2: Average wait time for each week of the month of July
Date Average wait time (seconds)
July 5 to July 9, 2021 59
July 12 to 16, 2021 63
July 19 to 23, 2021 61
July 26 to 30, 2021 69

June

Calls answered within 180 seconds

The table that follows show the weekly average number of calls that we answered within 180 seconds in June.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of June
Date Total calls Number of calls answered within 180 seconds
May 31 to June 4, 2021 2,442 2,028
June 7 to 11, 2021 2,334 1,880
June 14 to 18 2021 2,183 1,882
June 21 to 25, 2021 2,070 1,752
June 28 to July 2, 2021 1,714 1,432

Average call wait time

The table that follows show the weekly average wait time for clients calling the Pension Centre in June.

Table 2: Average wait time for each week of the month of June
Date Average wait time (seconds)
May 31 to June 4, 2021 78
June 7 to 11, 2021 83
June 14 to 18, 2021 63
June 21 to 25, 2021 73
June 18 to July 2, 2021 74

May

Calls answered within 180 seconds

The table that follows show the weekly average number of calls that we answered within 180 seconds in May.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of May
Date Total calls Number of calls answered within 180 seconds
May 3 to 7, 2021 2,496 2,007
May 10 to 14, 2021 2,460 2,038
May 17 to 21, 2021 2,133 1,767
May 24 to 28, 2021 2,254 1,801

Average call wait time

The table that follows show the weekly average wait time for clients calling the Pension Centre in May.

Table 2: Average wait time for each week of the month of May
Date Average wait time (seconds)
May 3 to 7, 2021 81
May 10 to 14, 2021 92
May 17 to 21, 2021 77
May 24 to 28, 2021 93

April

Calls answered within 180 seconds

The table that follows show the weekly average number of calls that we answered within 180 seconds in April.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of April
Date Total calls Number of calls answered within 180 seconds
April 5 to 9, 2021 2,415 1,907
April 12 to 16, 2021 2,641 2,166
April 19 to 23, 2021 2,387 1,991
April 26 to 30, 2021 2,374 1,910

Average call wait time

The table that follows show the weekly average wait time for clients calling the Pension Centre in April.

Table 2: Average wait time for each week of the month of April
Date Average wait time (seconds)
April 5 to 9, 2021 91
April 12 to 16, 2021 80
April 19 to 23, 2021 72
April 26 to 30, 2021 83

March

Calls answered within 180 seconds

The table that follows show the weekly average number of calls that we answered within 180 seconds in March.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of March
Date Total calls Number of calls answered within 180 seconds
March 1 to 5, 2021 2,798 2,370
March 8 to 12, 2021 2,868 2,449
March 15 to 19, 2021 2,911 2,399
March 22 to 26, 2021 2,929 2,381
March 29 to April 2, 2021 2,450 1,943

Average call wait time

The table that follows show the weekly average wait time for clients calling the Pension Centre in March.

Table 2: Average wait time for each week of the month of March
Date Average wait time (seconds)
March 1 to 5, 2021 70
March 8 to 12, 2021 65
March 15 to 19, 2021 78
March 22 to 26, 2021 78
March 29 to April 2, 2021 90

February

Calls answered within 180 seconds

The table that follows show the weekly average number of calls that we answered within 180 seconds in February.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of February
Date Total calls Number of calls answered within 180 seconds
February 1 to 5, 2021 3,231 2,580
February 8 to 12, 2021 2,596 2,149
February 15 to 19, 2021 2,508 2,087
February 22 to 26, 2021 2,772 2,308

Average call wait time

The table that follows show the weekly average wait time for clients calling the Pension Centre in February.

Table 2: Average wait time for each week of the month of February
Date Average wait time (seconds)
February 1 to 5, 2021 85
February 8 to 12, 2021 77
February 15 to 19, 2021 68
February 22 to 26, 2021 72

January

Calls answered within 180 seconds

The table that follows show the weekly average number of calls that we answered within 180 seconds in January.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of January
Date Total calls Number of calls answered within 180 seconds
January 4 to 8, 2021 2,283 1,863
January 11 to 15, 2021 2,416 1,978
January 18 to 22, 2021 2,346 1,946
January 25 to 29, 2021 3,322 2,646

Average call wait time

The table that follows show the weekly average wait time for clients calling the Pension Centre in January.

Table 2: Average wait time for each week of the month of January
Date Average wait time (seconds)
January 4 to 8, 2021 85
January 11 to 15, 2021 76
January 18 to 22, 2021 80
January 25 to 29, 2021 88

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